The Scenario FordDirect (http://www.forddirect.com Links to an external site.) sells digital products to 4000+ Ford and Lincoln dealerships to help market and sell Ford and Lincoln vehicles A dealer wants a website to show vehicle inventory and track potential leads FordDirect contracts with Dealer.com to provide turn key websites to various dealers https://www.dealer.com/products/websites/Links to an external site. FordDirect expects Dealer.com to handle dealer website problems and resolve issues within 3 days for each website "trouble" ticket.

1. How can FordDirect manage this service level agreement and track if the vendor is performing to the contract?

2. What types of reporting, dashboards or other system activities would you implement?

3. How does IT support the business in this example?